Sr. Manager, Payment Processing and Chargeback Operations

Description

Job Location:  This is a remote position; however, if you are local to either Bakersfield, CA or Southlake, TX, there may be occasional in-office time. 

*We are hiring remotely, however; work hours are based on PST, with some flexibility**

Are you EPIC?
Do you have the ability to demonstrate, understand and apply HFD’s core purpose and
values in all that you do? At HFD, our mission is to make healthcare more affordable by giving everyone a better way to pay. In order to accomplish this mission, we must ensure that our team is aligned with our E.P.I.C. values:

• Excellence: Always exceeding expectations!
• Passionate: Executing with boldness!
• Innovative: Pioneering a better way!
• Collaborative: Together we win!

The EPIC Senior Manager, Payment Operations we are looking for:
We’re seeking a seasoned Finance and Operations leader to join our fast-paced, growing company. This role is ideal for a strategic operator who thrives in a data-driven environment and brings a proven track record of leading teams, improving workflows, and delivering results in high-volume payment operations.

As Senior Manager of Payment Processing and Chargeback Operations, you’ll lead the daily execution of payment lifecycles—Card processing, ACH, reconciliations, payment returns, and funding—while driving strategic process improvements, compliance oversight, and team development.?

As a Senior Manager, you will:

• Provide staff with assistance in performing complex duties?
• Provide effective leadership, coaching, and mentoring of staff to identify and implement opportunities for improvement in processes?
• Build and implement productivity reporting to give to senior leadership daily, weekly, and monthly
• Create environment for knowledge transfer and cross-training?
• Lead team to maximize productivity, communicate issues, and implement ideas to improve processes?
• Ensure all team members have thorough understanding of all HFD policies and procedures?
• Conduct staff performance reviews, assess needs, cost/benefit analysis and other operational strategy assessments?
• Establish a high standard for productivity and quality, as well as define user guidelines?
• Meet weekly with VP for performance metrics review and professional development
• Act as a liaison in the development of strong working relationships for the consistent improvement of functions; attend regularly scheduled meetings with other managers on other HFD Teams?
• Ensure all tasks, emails, correspondence, and research functions are handled in conjunction with HFD and third-party policies and procedures and compliance standards?
• Identify trends and escalate issues to manager timely, for minimizing corporate risk, enhancing the customer experience, and adherence to root cause policies and procedures?
• Maintain up to date knowledge of Payment Operations Management?
• Assist with the creation of training material for new hires
• Act as a contact for their assigned Payment Operations Team Leads?and staff
• Ensuring department timecards are accurate
• Assist in the development of department KPIs?
• Review invoices from third-party payment processors
• Maintain the highest level of quality and collaboration with every interaction
• Create reporting that gives internal senior staff and clients visibility into the performance of our assets by credit grade and healthcare vertical?
• Respond to clients' requests for information in a timely and complete manner
• Maintain databases that provide information that lenders and financial institutions would want access to (data on charge-offs, aging, origination volume, etc.)?
• Weekly vendor management meetings with third-party payment processing groups
• Attention to detail
• Lead, coach, and develop a team of Payment Operations staff and team leads; conduct regular 1:1s, performance reviews, and development planning?
• Analyze trends and identify root causes in payment errors, delays, or returns; escalate and collaborate to resolve complex issues?
• Collaborate with Finance, Compliance, and Client Services to improve payment workflows, reporting, and client experiences?
• Serve as primary liaison for audits and internal reporting requests, support data delivery and accuracy?
• Ensure alignment with NACHA regulations, internal risk policies, and operational compliance?
• Maintain visibility into system enhancements or automation opportunities across the payment lifecycle?
• Additional responsibilities as needed

Requirements

• 5+ years of people leadership in Payment Operat